Omni Richmond Hotel

Staff Quality: The staff at the hotel consistently receive high praise for being friendly, professional, and accommodating. Guests frequently mentioned the exceptional service from the front desk, restaurant staff, and valet parking attendants, highlighting their attentiveness and helpfulness.

My personal property was stolen from my room at Omni Richmond on September 8, 2025. When I reported it on September 11th, hotel staff member Aaron treated me like a criminal instead of a victim. When I finally was connected to a management staff member, the Loss Prevention Manager, Melanie Bonner, admitted on September 28th that the hotel had "exhausted all they could do" and told me to file a police report with Richmond PD. As of November 10, RPD Detective Miller noted the hotel had not cooperated, essentially blocking the very investigation they told me to pursue. I've now made three calls to Omni corporate since September 26th. My ticket was closed as "resolved" in October despite nothing being resolved. When I called back in December, corporate claimed "no notes" existed despite me providing two separate ticket numbers from previous conversations and tried sending me back to the Richmond property that already said they couldn't help. I've been waiting on call backs for weeks -- both from corporate and Omni Richmond Operations Manager Mark Hirsch. Three months later, my property is still stolen, there's been zero accountability, and I'm pursuing legal action. Your belongings are not safe here, and if theft happens, expect to be treated like the problem while they protect whoever stole from you. Avoid this hotel and this brand entirely! TLDR; This hotel has no functional system for securing guest belongings, won't work with law enforcement when theft occurs, and corporate deliberately stonewalls victims hoping they'll give up.

The hotel, restaurant and room were all great. Unfortunately there was very poor water pressure in the shower the morning ing we were leaving, but the staff handled the complaint with courtesy and professionalism. Staff was fabulous from front desk to restaurant and even in the Starbucks. We will definitely stay there again on our next trip through the area.